Results
- 100% Staff Retention Rate:The practice empowered its existing team and fostered a sustainable work environment using healow Genie™.
- 7 of 15 UDS Measures Met:The facility is on track to meet all quality measures by empowering patients to connect directly with their provider.
- 90% of After-Hours Calls Resolved:The AI call solutions absorbed heavy workloads, effectively resolving 60% of daily administrative burdens.
“Today, I’m happy to say, nine months later, all three of my wishes were granted. We went from 21% retention rate to 100% retention rate.”
– Ericka Saielli, MBA/Chief Executive Officer, Hope Family Care Center
Problem
Ericka Saielli joined Hope Family Care Center as CEO with three distinct wishes for the facility. Her primary goals were to create a sustainable environment for her team, improve patient care, and manage an extensive administrative workload. For three consecutive years, the practice had failed to meet any quality measures. The staff handled all the scheduling for appointments, medications, and check-ins. Hope Family Care Center needed a reliable system to absorb these heavy workloads so the clinical staff could focus entirely on direct patient care.
Solution
To address these operational goals, the practice implemented healow Genie™, an advanced AI-powered contact center solution. Hope Family Care Center successfully resolved 60% of administrative tasks and 90% of after-hours calls. This ensures that administrative tasks get fixed right away rather than going unresolved.
About Practice:
Hope Family Care Center, founded in 1908, is a dedicated healthcare facility based in Kansas City, Missouri. The organization relies on 10 direct patient care staff members, including doctors, nurses, nurse practitioners, and physician assistants, to serve over 3,200 patients annually. Their comprehensive medical services cover prenatal to senior life, offering primary care, pediatrics, OB/women’s care, urgent care, dermatology, and chronic care management. Learn more about their services here.
